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Shipping and Refund Policy

12-9-25 Shipping and refund Policy

 

Last updated:  12-9-25

 

Introduction

This policy governs all merchandise purchases through the 77 Rows website and covers shipping, returns, refunds, and exchanges for different product categories. All merchandise revenue supports 77 Rows CIC operations in accordance with our Community Interest Company status.

 

Product Categories and Policies

 
Print-on-Demand Products (Non-Personalized)

Items such as t-shirts, mugs, and accessories with standard 77 Rows branding, produced after order placement by third-party printing and shipping partners.

 
Returns and Exchanges:

  • Subject to third-party supplier terms and conditions

  • Standard return/exchange policies apply per supplier terms

  • Quality issues covered by supplier warranties

  • Size exchanges may require additional costs (varies by supplier)

 
Shipping:

  • Handled directly by third-party fulfillment partners

  • Shipping costs and timeframes vary by supplier and destination

  • Tracking information provided when available

 

Personalized Print-on-Demand Products

Items customized with challenger names, achievements, completion certificates, or specific personal text.

 
Returns and Exchanges:

  • No refunds or exchanges available due to personalized nature

  • Quality defects only - reprints provided for printing errors per supplier policy

  • Challenger responsible for accuracy of all personalized information provided

  • Final sale items - please verify all details before ordering

 
Shipping:

  • Handled directly by third-party fulfillment partners

  • Additional production time required for personalization

  • Shipping costs and timeframes vary by supplier and destination

 

Physical Stock Items

Pre-purchased inventory held and shipped by 77 Rows CIC.

 
Returns Policy:

  • 30-day return window for unused items in original packaging

  • 90-day warranty for manufacturing defects

  • Items must be significantly different from description to qualify for return

  • Proof of purchase required for all returns

 
Eligible Returns:

  • Unused items in original packaging within 30 days

  • Manufacturing defects within 90 days

  • Items significantly different from online description

  • Faulty items (full refund including shipping costs)

 
Non-Eligible Returns:

  • Items damaged by customer misuse or normal wear

  • Items without proof of purchase

  • Items returned after applicable time limits

  • Hygiene-sensitive products once opened

 
Return Process:

  1. Contact adam@77rows.org.uk with order number and reason for return

  2. Return authorization number will be provided within 2 business days

  3. Package items securely with return authorization number visible

  4. Ship to address provided with authorization

  5. Refunds processed within 14 days of receipt and inspection

 
Refund Terms:

  • Original shipping costs are non-refundable unless item is faulty

  • Challenger pays return shipping costs unless our error

  • Refunds issued to original payment method

  • Processing time: 14 days maximum from receipt

 

Shipping Information

 
Print-on-Demand Items

  • Shipping handled by third-party partners

  • Costs calculated at checkout based on destination

  • International shipping available (restrictions may apply)

  • Delivery timeframes vary by location and supplier

 
Physical Stock Items

  • Shipped from 77 Rows CIC location in Cornwall

  • UK shipping: 2-5 business days

  • International shipping: 7-21 business days (customs delays possible)

  • Free UK shipping on orders over £50

  • Shipping costs calculated at checkout

 

Consumer Rights

All merchandise sales comply with UK Consumer Rights Act 2015:

  • Right to reject faulty goods within 30 days

  • Right to repair or replacement for defective items

  • Right to partial or full refund where appropriate

  • 14-day cooling-off period for distance sales (excludes personalized items)

 

Important Supplier Terms

All merchandise orders are subject to the specific terms and conditions of our suppliers. Print-on-demand items are fulfilled by third-party printing and shipping partners, while our website platform is provided by Wix (website builder). Customers should review supplier terms before purchase, as these may contain additional restrictions, shipping limitations, or quality guarantees that supplement or override the above policies.

 

Damaged or Lost Orders

 
For Print-on-Demand Items:

  • Contact supplier directly using tracking information provided

  • 77 Rows CIC will assist with communications where possible

  • Replacement/refund subject to supplier investigation

 
For Physical Stock Items:

  • Contact 77 Rows CIC immediately upon discovery

  • Photo evidence required for damaged items

  • Full refund or replacement provided for our shipping errors

 

International Orders

  • Customs duties and taxes are customer responsibility

  • Items may be delayed by customs processing

  • Some products may not be available for certain destinations

  • Currency conversion charges may apply

 

Changes to This Policy

77 Rows CIC reserves the right to modify this shipping and refund policy. Changes will be posted on our website with an updated date. Significant changes will be communicated via email to previous customers.

 

Contact Information

For all shipping, returns, and refund inquiries:

77 Rows CIC
Adam Purser
Mermaids, St Mawes, Cornwall TR2 5AA
Email: adam@77rows.org.uk
Phone: 07785 333 663

Response Time: We aim to respond to all inquiries within 2 business days.

 

77 Rows CIC Registration Number: 16664687
Community Interest Company committed to transparency in all commercial activities.

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